Frequently Asked Questions

At CUCKOO, we offer a diverse range of Healthy Appliances and Living products to help create Healthier Homes. Our vibrant range of products includes:

1. Water Purifiers
2. Air Purifiers
3. Multi-Cookers
4. Induction Hobs & Kitchenwares
5. Outdoor Water Filter
6. Mattresses
7. Air Conditioners

All CUCKOO Water Purifiers, Air Purifiers, Multi-Cookers, Induction Hobs and Kitchenwares sold in Malaysia are manufactured and imported from Korea; while all CUCKOO Outdoor Water filters, Mattresses and Air Conditioners sold in Malaysia are curated locally.

All CUCKOO products have been certified safe under SIRIM and other relevant accreditation from the authorities. On top of that, CUCKOO Water Purifiers are also HALAL-certified.

Yes, all CUCKOO products are covered with a minimum of 1-year warranty. In general, as long as you are still paying for your product’s CUCKOO Rental Plan or CUCKOO GOOODPLAN™, your product will be protected under our warranty.

That said, you are also advised to check the actual warranty terms which varies from product to product with our CUCKOO Sales Representative.

Check out the list of Beyond Standards Healthy Appliances & Living products you can own affordably through our CUCKOO Rental Plans here at www.cuckoo.com.my/promotions/rental-plans

The CUCKOO GOOODPLAN™ is a flexible payment plan that allows you to own a Beyond Standards Healthy Appliance or Living product affordably by choosing the repayment amount and repayment period best suited to you. Check out the range of products that comes with our CUCKOO GOOODPLAN™ here at www.cuckoo.com.my/promotions/rental-plans

Once your product contract has ended with no outstanding payment, you may opt/choose to apply to keep/retain the product by submitting the necessary forms provided by CUCKOO via email. (Note: Approval of any product retention application is at the sole discretion of CUCKOO.)

The contract terms for our CUCKOO products under the CUCKOO Rental Plan and CUCKOO GOOODPLAN™ varies from product to product and depends on the type of plans you subscribe. Reach out to our CUCKOO Sales Representatives to find out more!

Yes, there will be an advance fee charged when you subscribe to our CUCKOO Rental plan and CUCKOO GOOODPLAN™. That said, the fee will be used and deducted on the last month of your contract’s obligation. Also to note, if the product is installed in September, the first rental bill will fall on October.

Before Installation:
Reach out to the CUCKOO Sales Representative who is in charge of your sales order for further assistance.

After Installation:
There will be a termination fee if you intend to terminate the rental contract within the rental obligation period. The rental termination fee is calculated based on the balance months’ rental fees plus outstanding fees (if any) according to your rental contract. To avoid paying the termination fee, you could opt to novate or assign your product contract to your family or friends to continue with the contract. (Note: The novation or assignment of your product contract is subject to CUCKOO’s approval.)

To update your payment details:

1. Click on the CUCKOO AI Chatbot button (at the bottom right corner of the webpage)
2. Select ‘CUCKOO Payment’
3. Select ‘Change Payment Info’ for further assistance

General Customers:
You may download our CUCKOO+ mobile app and register an account to view your outstanding payment(s), download your invoice(s) and receipt(s), and even earn CUCKOO+ reward points to redeem exclusive rewards.

Corporate Customers:
Please register an account at http://corporate.cuckoolover.com.my/login.aspx to view and download your invoice(s).

Oh dear! Unfortunately, we will not know why or what has caused the enrolment / deduction to fail as your data is protected by the bank.

Don’t worry! If you have paid in excess, the extra amount will be carried forward to your following month’s / next bill.

Should you require a refund, you may also drop us an email at rc@cuckoo.com.my. Our team will be guiding you through the refund process*.

*Note: Depending on banks, the refund process may take 14-30 working days.

To update your address / contact details:

1. Click on the CUCKOO AI Chatbot button (at the bottom right corner of the webpage)
2. Select ‘CUCKOO Order’
3. Select ‘Update Contact / Update Address’ to update your details accordingly

Alternatively, you may also drop us an email at info@CUCKOO.com.my for further assistance.

Once you have purchased a product, you will receive an order status update from time to time. You could also check your order status via our CUCKOO AI Chatbot (click on the button at the bottom right corner of the webpage).

For Outright Purchases:
Our installation team will be in touch to arrange for product delivery and installation once you have successfully purchased the product.

For CUCKOO Rental Plan & CUCKOO GOOODPLAN™ Subscriptions:
Our installation team will be in touch to arrange for product delivery and installation once the advance fee has been successfully paid and the order has passed the verification stage.

No, it is not advisable for safety purposes.

All CUCKOO Water Purifiers, Outdoor Water Filters, and Air Purifiers comes with a free basic installation & may subject to additional charges depending on your installation requirements; whereas the delivery and installation for CUCKOO Mattresses and Air Conditioners will come with a fee that is subjected to delivery and installation requirements.

Yes, there is a minimal charge for the valve outlet and optional faucet as these are not provided. Our CUCKOO+ Technical Specialist would further share the cost required depending on your installation requirements during your installation appointment.

No, customers are required to purchase their own water pump. That said, if there is a need, it can be installed by our CUCKOO+ Technical Specialist during your CUCKOO Water Purifier installation.

Our CUCKOO+ Care Service (periodic service) period varies according to the type of product and your contract terms. In general, the following applies to CUCKOO products with an active CUCKOO+ Care Service Package (CCSP):

• CUCKOO Water Purifiers: Once every four months
• CUCKOO Outdoor Water Filters: Once every six months
• CUCKOO Air Purifiers: Once every four months
• CUCKOO Mattresses: Once every four months
• CUCKOO Air Conditioners: Once every six months

Our CUCKOO+ Service Specialist will reach out to offer you our CUCKOO+ Care Service Package (CCSP) which includes periodic service, filter replacement (subjected to the type of product), and product warranty. Alternatively, you may also drop an email to ncsp@cuckoo.com.my for a quotation.

CUCKOO’s Water Purifiers supply mild alkaline* drinking water filled with good minerals and free of heavy metals. On top of that, our filtration system is also capable of eliminating up to 99.99% of harmful bacteria and viruses too!

*The alkalinity of the water may vary depending on the area’s water supply / composition of water.

CUCKOO’s purified water is:

1. Clean but contains no minerals
2. Has water wastage

*The alkalinity of the water may vary depending on the area’s water supply / composition of water.

Don’t worry if your room temperature water turns slightly warm after you’ve turned off your CUCKOO Water Purifier’s cold water switch. This is because CUCKOO Water Purifiers’ antibacterial water tank is made of stainless-steel, in which the heat from the hot water tank might transfer to the cold water tank when the water is not cooled / cold water switch is turned off.

The CUCKOO+ mobile app is a customer-exclusive membership mobile app launched to allow all CUCKOO and WonderKlean customers to manage each product / service purchase more conveniently and earn exciting rewards!

To download the CUCKOO+ mobile app and register an account:

1. Download/update the CUCKOO+ mobile app via Google Play / Apple App Store / Huawei AppGallery (Search ‘CUCKOO+’).
2. Click “Register” for registration. (existing / old users from the old CUCKOO+ mobile app must also register as part of an upgraded security feature to further safeguard your information).
3. Fill in your details. The NRIC and mobile number must match the information used to purchase a CUCKOO product / WonderKlean service previously.
4. Create a new password.
5. Read and acknowledge the Terms & Conditions.
6. An Authentication Code will be sent to the registered mobile number. Fill in and click submit.
7. You’re all set! Proceed to login to explore the CUCKOO+ mobile app!

It’s extremely easy to earn the CUCKOO+ reward points. You can earn these reward points through:

1. Outright product / service purchase: 1 CUCKOO+ reward point for every RM1.
2. Rental plan / CUCKOO GOOODPLAN™ payments: 100 CUCKOO+ reward points for every payment made on-time.
3. Service Appointment: 900 CUCKOO+ reward points when you schedule a new service appointment via the CUCKOO+ mobile app.
4. Customer ‘Service Quality Check’ (SQC Survey): 700 CUCKOO+ reward points when you complete the SQC after the periodic service CUCKOO+ Care Service (CCS).

*New CUCKOO+ rewards points will be updated on the 15th of every month. (E.g. If payment is made on the 15th of August to 14th of September, your new CUCKOO+ reward points will only be reflected / updated on the 15th of September.)

New CUCKOO+ rewards points will be updated on the 15th of every month. (E.g. If payment is made on the 15th of August to 14th of September, your new CUCKOO+ reward points will only be reflected / updated on the 15th of September.)

Have more questions about our CUCKOO+ mobile app? Visit www.cuckoo.com.my/cuckoo-plus for more information!

While our products are designed primarily for use in Malaysia, some models may be compatible with international voltage requirements. We recommend checking the product specifications or contacting our customer support team for further assistance.

Yes, we provide warranty coverage for all our products to ensure your peace of mind. Warranty periods may vary depending on the product category and model. Please refer to the product specifications on Product Page for specific warranty details. All our electrical appliances, including rice cookers, come with a 1-year warranty.

If you experience any issues with your product, please contact our customer support team immediately. Our dedicated team of experts will assist you with troubleshooting steps and provide guidance on the next steps, including warranty claims or product exchange.

Yes, we offer a selection of replacement parts and accessories for our appliances, including filters and more. You can browse our online store or contact our customer support team to inquire about specific replacement parts for your appliance model.

Yes, we occasionally organise product demonstrations and trials at select locations or events. Please stay updated on our website or social media channels for announcements regarding upcoming demonstrations or trials in your area.

To stay informed about new product releases, promotions, and exclusive offers, we encourage you to subscribe to our newsletter and follow us on social media. You’ll be the first to know about exciting updates and special deals!

Please note that we do not accept returns/exchanges once the product has been removed from its original packaging. However, returns/exchanges can be arranged within seven (7) days of delivery for defective or incorrect products.

Please be aware that any other reasons for the replacement or exchange of products won’t be entertained after the specified timeframe. Defective and incorrect products are limited to missing quantity, receiving the wrong item, faulty product, or damaged item.

These warranties do not apply to any products or parts that have been subject to misuse (including any use in violation of Seller’s or the manufacturer’s instructions), and neglect (including inadequate maintenance, improper storage, incorrect installation or that have been damaged in transit).

Unfortunately, at the moment, we do not offer a member login system on our website. However, if you have any inquiries regarding your previous purchases, please feel free to contact our customer support team, and we’ll be happy to assist you in retrieving your purchase order details.

After placing your order, we’ll send you the delivery tracking number via email, so please pay attention to your mailbox. With this tracking number, you can easily monitor the status of your Cuckoo purchase(s) and track its delivery progress.

Yes, you can purchase any of our products directly from our website. Simply browse our product catalogue and follow these steps:

• Step 1: Visit the Product page
• Step 2: Add your desired product to the cart
• Step 3: Proceed to checkout
• Step 4: Key in delivery details
• Step 5: Make payment

No, you do not need to register an account to make a purchase on our website. Our current system does not include a member login feature. You can proceed with your purchase as a guest user by providing the necessary information during checkout.

You can reach our Customer Support Team via chat with us during our operating hours: Monday to Friday (9:00AM – 6:00PM) and Saturday (9:00AM to 1:00PM). Additionally, you can send us an email at ecomm@cuckoo.com.my, and one of our representatives will respond to your inquiry promptly.

If the faucet is being installed along with the purchase of a new water purifier, installation is complimentary (FOC). However, if the faucet is being installed separately, a fee of RM64.80 will be charged for installation services.

Please allow up to 14 working days for repairs. *This lead time is only an estimate and could change.

Many factors, such as our spare component availability, the circumstances of our logistics partners, natural disasters, worldwide pandemics, or other unanticipated events, could cause delays in repairs.

You can raise your claim by emailing us at ecomm@cuckoo.com.my. To claim the warranty, please ship the product to address below.

CUCKOO International (MAL) Berhad

Level 16, Laman Sentral Berjaya, Menara Bangkok Bank, Jln Ampang, Kuala Lumpur City Centre, 50450 Kuala Lumpur, Federal Territory of Kuala Lumpur

Please note that the shipping cost will be your responsibility. Once your warranty claim is approved, we will arrange for the repair or replacement of your product. If the product can be repaired, we will handle the necessary repairs. If the product cannot be repaired, it will be replaced with a new one.

Currently, we only provide purchase and delivery services within Malaysia. Our products are designed for use within the country’s electrical standards.

Unfortunately, warranty claims are only applicable within Malaysia. Customers who bring our products outside Malaysia may not be able to claim warranty benefits.

Registration for the warranty is not required, as it’s associated with the product’s serial number. The warranty period begins on the date of shipment.

Please note that warranty may be void if the product is damaged due to misuse, neglect, or unauthorised repair by third parties.

If the item is deemed delivered by the courier system but not received by the customer, we will investigate the issue and take appropriate action, which may include refunding or redelivering the item.

The investigation process will take up to seven (7) working days.

For orders above RM100, delivery fees are waived.

For orders below RM100, a delivery fee will be applied.

0 ~ 1 kg = RM10

>1 kg ~ 7kg = RM40

This policy is consistent for both West Malaysia and East Malaysia.

Fees are subject to 6% Sales and Service Tax (SST).

Pursuant to the Inland Revenue Board of Malaysia’s (IRBM) announcement on 26 July 2024, granting a six-month concession on e-invoices, we would like to update that we will not be issuing e-invoices for the time being.

That said, a digital invoice will continue to be issued to you and downloadable via our CUCKOO+ Mobile Application.

(Source: https://www.hasil.gov.my/kenyataan-media-detail/?UniqueId=64868713-e3bd-4668-81f4-ad068e823dda)

e-invoices are digital records of billings issued by the Company that are validated and recorded by the Government; whereas normal /digital invoices are invoices issued by the Company directly to the customers.

We will begin issuing e-invoices starting after the 6-month concession period as announced by the Inland Revenue Board of Malaysia (IRBM) on 26 July 2024.

(Source: https://www.hasil.gov.my/kenyataan-media-detail/?UniqueId=64868713-e3bd-4668-81f4-ad068e823dda)

Looking to join our CUCKOO Big Family? Send in your resume to hr@CUCKOO.com.my

Thank you for your inquiry, kindly email your queries, requests and proposals to info@cuckoo.com.my